Relative to customer service, why is it suggested that we "underpromise" and "overdeliver"?
• Develop an understanding of what the various customers served by the healthcare organization and its employees need from their relationship with healthcare provider organizations.
• Briefly describe the impact of managed care on the delivery of services to the customers of the organization.
• Identify the essential elements of customer service.
• Address techniques that can be applied in improving the personnel systems that are so important in providing and sustaining superior customer service.
• Identify the elements of an effective customer satisfaction system.